Alison Grootaers

· My current job involves managing outstanding balances for both customer and from the agencies making payments to Motability Operations

· Contacting customers to identify the reason for arrears and addressing any queries and complaints

· Reconciling lease rental agreements and identifying both breaks in payments and overpayments. Working closely with third parties such as the Department for Work and Pensions, Veterans Agency, and Social Security Scotland to resolve

· Finding suitable solutions for customers with financial constraints

· Results are measured by the number of calls taken and made; the number of cases worked and level of customer service provided. I have consistently met or exceeded all targets

· This role involved situations where customers may have intentionally or unintentionally breached the terms and conditions of their contract

· Investigating with third parties such as police, insurers, dealers and customers to gather facts and decide on the most appropriate course of action

· Making difficult decisions that may have a significant impact and explaining the reason for these decisions verbally and in writing

· My results were measured by consistently dealing with all cases and follow ups within the agreed service level and meeting the high quality of customer service expected

· This team was formed following benefit changes; the main role was to support people no longer eligible for the Motability Scheme and give advice on the support in place and the limits of this support

· Telephone and administrative tasks relating to the support offered by the company and the return of Motability vehicles or products

· Reconciling customer accounts where agency payments had been stopped or suspended

· Results were measured by monitoring customer contact to ensure a high level of customer service and that all administrative and financial tasks were completed as expected

· Dealing with customer complaints that were escalated from the Contact Centre and other areas of the business

· Addressing the concerns raised, fully investigating the complaint and reaching an appropriate outcome for both the customer and business

· My results were measured by consistently dealing with the complaints allocated and follow ups within the agreed timeframe. I also meet the high standards of customer service expected, verbally and in writing

· This team was formed following benefit changes; the main role was to support people no longer eligible for the Motability Scheme and give advice on the support in place and the limits of this support

· Telephone and administrative tasks relating to the support offered by the company and the return of Motability vehicles or products

· Reconciling customer accounts where agency payments had been stopped or suspended

· Results were measured by monitoring customer contact to ensure a high level of customer service and that all admin tasks were completed as expected

· Helping and supporting customers with all Scheme queries and any problems that arose

· Offering tailored solutions to try to resolve any issues raised at the first point of contact

· My results were measured by consistently dealing with customer queries to a high standard and at a fast pace. As I exceeded the targets I was promoted to the next level of customer service advisor at the earliest opportunity